Subject category:
Ethics and Social Responsibility
Published by:
Harvard Kennedy School
Length: 6 pages
Topics:
Customer service; Information technology
Share a link:
https://casecent.re/p/7238
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Abstract
Private sector organizations such as the one depicted in this case have used information technology to liberate the "power of empowerment": applying a flat, team-based structure and allowing maximum discretion for employees in interaction with customers. This approach ultimately challenges government to reconsider, and perhaps even redesign, its rules- driven, relatively inflexible systems of staffing, job classification, rewards, and reporting relationships. Stakeholders who will resist, often in good faith, go beyond civil service agencies to include public workers unions, legislators, and job holders who benefit from existing arrangements.
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Abstract
Private sector organizations such as the one depicted in this case have used information technology to liberate the "power of empowerment": applying a flat, team-based structure and allowing maximum discretion for employees in interaction with customers. This approach ultimately challenges government to reconsider, and perhaps even redesign, its rules- driven, relatively inflexible systems of staffing, job classification, rewards, and reporting relationships. Stakeholders who will resist, often in good faith, go beyond civil service agencies to include public workers unions, legislators, and job holders who benefit from existing arrangements.